Pipeline Manager

Job Description

Program Brief

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States.

Purpose of the Role

The Pipeline Manager position is an integral part of the RSC Asia Pipeline team which is responsible for monitoring, quality control (QC) and facilitating follow-up for the Bangladesh pipeline. These include data entry of refugee case file information into START. The Pipeline Manager (PM) manages pipeline review, QC, case updates (including deferrals), and partner follow-ups on behalf of refugee applicants to the USRAP.

Highlights of Key Responsibilities

· Maintain a senior level understanding of, and ensure all work is in adherence to, current USRAP and START policy.

· Maintain a senior level knowledge of background processing information relevant to specific caseloads in the RSC Asia pipeline.

· Manage advanced pipeline quality control, case updates and follow-up to unstick and/or ready cases for the next stage in processing, coordinating with other processing departments as needed.

· Manage the day-to-day workload of KL-based Pipeline team.

· Serve as primary focal point for managing follow-up and QC of deferred cases in Bangladesh. Ensure prompt and accurate deferrals (outside of circuit rides) and follow ups are sent, and response updates are made in START.

· In coordination with the Bangladesh-based Senior Pipeline Manager, monitor the RSC Asia deferral caseload; manage follow-up and case updates, as needed.

· Ensures add-on case members are promptly and accurately added to prescreen complete cases in START (outside of an RSC circuit ride) and deferrals for add-on RRFs are sent, as required.

· Communicate challenges and issues in a timely manner to the Pipeline and Reports Coordinator.

· Provide feedback to pre- and post-CIS staff on quality control issues as they arise.

· Ensure all refugee processing functions within the department strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines and procedures.

· Ensure all data entered into START by department staff is error-free in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control check point.

· Keep the Senior Pipeline Manager routinely aware of developments in daily caseloads, including any policy clarification needs.

· Manage needed follow-up action on special caseloads, including, but not limited to expedites, unaccompanied minors, and P3s, as needed.

· Through effective use of START filters, identify cases on partner holds or those that are part of special caseloads and assign follow ups to others via START.

· Analyze delays and escalate any cases that seem stuck in the pipeline.

· Perform regular QC checks on work completed by the Bangladesh-based Pipeline team.

· Respond to case-specific inquiries from other RSC staff and partner organizations as required.

· Other duties as assigned by the Pipeline and Reports Coordinator. This can include, but is not limited to, occasional pre-screening interviews and related follow-up with refugee applicants and could involve group or independent travel to the field.

Staff Management, Training, and Communication:

· Ensure professional coordination and communication, both internally and externally.

· Liaise and coordinate with partner agencies (IOM, RPC, RAs, UNHCR, USCIS, and local partners as required) and refugee representatives to ensure efficient processing of refugee applications.

· Possible supervision and support of the Senior Pipeline Officer(s).

· Responsible for quality control checks and provision of feedback to staff on quality control issues in a timely manner.

· Participate in START Trainings and provides work changes/process feedback.

· Coordinate with the Field Team/Casework, Program Support and Case Processing Team to ensure efficient and high-quality processing.

· Other duties as assigned.

Qualifications

Education

· Bachelor’s degree required in relevant field.

Work Experience

· At least 5 (five) years of relevant professional experience with previous data management preferred.

· Minimum one year’s cumulative project management experience, including managing reports and allocating work, is required.

· Previous data or case management experience strongly preferred.

· USRAP experience and/or work experience in a humanitarian/refugee-focused INGO preferable.

· Familiarity with both pre- and post- USCIS processing in START is advantageous.

· Previous work in a multi-cultural environment strongly preferred.

Demonstrated Skills and Competencies

· Must be both team and detail oriented, flexible, and able to work in a fast-paced, multi-cultural environment.

· Able to function effectively in a complex work environment, to set appropriate priorities and deal effectively with numerous simultaneous requirements.

· Able to learn and implement advanced quality checks on cases utilizing Tableau reports and START filters.

· Meticulously attentive to details.

· Able to carry out responsibilities independently with minimal technical support.

· Must be a patient and good communicator who can identify problems, address or escalate them, and pro-actively seek to resolve them.

· Solid organizational and program implementation skills with the ability to handle multiple tasks, set priorities, effectively, manage time and meet deadlines.

· Strong communication skills with a demonstrated ability to professionally interact with partners, beneficiaries, and interpreters.

· Excellent report writing skills; ability to produce grammatically correct, error-free reports in accordance with USRAP guidelines and the cooperative agreement.

· Able to devise and provide effective training, guidance and support to co-workers.

· Team-oriented yet able to think and work independently.

· High level of professionalism while carrying duties per the SOPs (ie. integrity and confidentiality).

· Able to perform interviews and data collection through good listening and analytical skills.

· Willing and able to travel to, and work in, remote locations such as refugee camps.

Language and Computes Skills

· Excellent verbal and written English language skills.

· Computer Literacy – high level of competence in Ms Office i.e. Word, Excel, and PowerPoint, Outlook.

· Able to run and read high level spreadsheets and do advanced QC with a high level of attention to detail.

· Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities.

· Ability to type 40 words per minute.

Standard of Professional Conduct

IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, and Accountability. In accordance with these values, IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender Equality & Equal Opportunity

We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Are you ready to join the most dynamic team?

Working Environment

The position is currently based in Cox’s Bazar. The position requires domestic travel to support delivery of USRAP processing within Bangladesh.

The employee is required to adhere to The IRC Way for professional conduct, as well as to be in compliance with all relevant IRC and donor policies and procedures while carrying out job responsibilities.